Efficiency in Service Delivery: Technological or Humanistic Approaches?

Research output: Contribution to journalArticlepeer-review

31 Scopus citations


Efficient service delivery is often a problem for marketers because of the nature of services. Two general approaches to service delivery have been suggestedötechnological and humanistic. Managerial guidelines for the appropriate implementation of technological and humanistic approaches to service delivery in a variety of service industries are developed based upon two service classification schemes.

Original languageEnglish
Pages (from-to)43-50
Number of pages8
JournalJournal of Services Marketing
Issue number3
StatePublished - Mar 1989

ASJC Scopus subject areas

  • Marketing


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